AI / Einstein

How to Detect the Sentiment of Your Customers on Cases in Salesforce Using OpenAI

Here is a step-by-step guide on how to analyze the sentiment of your customers on cases in Salesforce.

Detect the Sentiment of Customers on Cases in Salesforce

Traditionally when a customer logs a case with the company, we have used different factors to route the cases to different support queues for resolution. Like using customer tier, customer lifetime value, their support entitlement, the nature/type/category of the case or language, geographical location etc.

One of the critical factors that have been missing is detecting the sentiment of the customer on that case. Like are they happy, angry or frustrated about your product or services?

But why is it important to detect customers sentiments?

It is important because it provides valuable insights into how customers feel about their experience with the business. By analyzing customer sentiment, businesses can better understand their customers’ needs, preferences, and pain points, and use that information to improve their products, services, and overall customer experience.

Detecting customer sentiment can also help businesses identify potential issues or trends that may be affecting multiple customers, allowing them to proactively address those issues before they escalate. Additionally, analyzing customer sentiment can help businesses identify and prioritize which cases need to be handled urgently and which ones can wait, which can improve overall efficiency and customer satisfaction.

And why is it important to prioritize handling of unhappy customers?

Unhappy customers are at a higher risk of churning or leaving your business. Studies have also shown that unhappy customers are more likely to share their negative experiences with others and leave negative reviews online, which can harm your business’s reputation and ultimately impact your bottom line.

By prioritizing unhappy customer cases, you can address their concerns and complaints in a timely and effective manner, potentially preventing them from leaving your business and even turning them into loyal customers. Additionally, addressing unhappy customer cases first shows that you value your customers and are committed to providing excellent customer service, which can help build trust and loyalty with your customer base.

How do I detect sentiments?

In the past, it was challenging for computer systems to comprehend human emotions. However, thanks to the latest advancements in AI technology, particularly in generative AI, detecting a customer’s sentiment when they log a case has become much simpler than before.

By analyzing the customer’s tone and language, it is now possible to identify if they are unhappy, angry, or frustrated. Consequently, such cases can be fast-tracked and directed to more experienced personnel who can handle them more effectively.

Here is a step-by-step guide on how to do this on a Case in Salesforce Using OpenAI

It’s time to put words into action and learn something super cool. Follow these step-by-step instructions to use OpenAI, the company behind ChatGPT, to detect the sentiment of cases created in Salesforce. Knowing the sentiment will enable you to use Salesforce’s native features to route the cases, monitor their progress, and ensure timely and effective resolution. It won’t take more than 30-40 minutes for you to get this working end-to-end in your Salesforce org.

This will help you get started. Once you get the idea of how this is done, it will be up to your imagination and creativity on how you can marry these two technologies to achieve amazing results for your business. Enjoy!

Here is what we will be covering in this guide, step-by-step:

  1. Register with OpenAI & Get API Key
  2. Prework
  3. Create Permission Set
  4. Create External Credential
  5. Create Named Credential
  6. Create Apex Class
  7. Create Screen Flow
  8. Deploy & Test the Flow

References & Useful URLs

GPT-4 is Out and What You Can Do with it in Salesforce?

What You Can Do with GPT-4 in Salesforce?

Just watched the live stream of the demo of GPT-4 by Greg Brockman, President and Co-Founder of OpenAI.

If you are still trying to come to terms with how the technology world shifted with ChatGPT 3+ , prepare yourself to be swept away once more with GPT-4, as it takes things to another level.

There were 7 different scenarios shown in the live demo.

Demo 1: Summarize an article into a sentence where every word of the summary begins with letter ‘g’.

Demo 2: Find common theme between two separate articles.

Demo 3: Turn a blog post into a rhyming poem.

Demo 4: Write a code for Discord bot based on the multiple lines of instructions provided in simple English.

Demo 5: Upload an image and ask ChatGPT to describe the image.

Demo 6: Draw a mockup on paper using pen, upload it to ChatGPT and ask it to create generate a webpage using HTML, CSS & JavaScript.

Demo 7: Paste 16 pages of tax calculation rules, and ask GPT-4 to calculate the standard deduction for a particular year.

And here are my thoughts on how some of these features can be used in our Salesforce world.

1. Summarize the entire history of a particular “Case” record in just a couple of sentences.

2. Pass a few closed lost “Opportunity” records to GPT-4 and let it find out if there is anything common in those lost opportunities.

3. State your requirements in plain English in multiple lines and let GPT-4 generate the complete Apex and/or LWC code.

4. Upload the screenshot of an error message in Salesforce and let GPT-4 analyze the error, give the reason and suggest the solution.

5. Paste the platform encryption guide to GPT-4 and ask whether a particular field can be used in filter condition or not.

6. Draw a mockup of a custom UI on paper and let GPT-4 come up with the LWC + SLDS + Apex code for the

Pretty crazy, huh?

References & Useful URLs

  • YouTube Video – GPT-4 Developer Live Stream (jump to 54:21 mins on timeline as that is where the session starts. Total demo duration is around 24-25 minutes)

#TDX23 – Demo of EinsteinGPT Generating Flow

#1MinuteTip #TDX23 Here is a cool demo of EinsteinGPT generating a Salesforce Flow automatically based on the requirement.

At this stage, this probably is just a proof-of-concept and still has a long way to go, but this will give you a good idea of where the technology is headed.

This video is a clip from the TrailblazerDX 2023 (#TDX23) Automation Keynote session (5:30 minutes on the timeline)

#TDX23 – Watch EinsteinGPT in Action

#1MinuteTip #TDX23 Salesforce has announced EinsteinGPT at TrailblazerDX 2023. Check out this link for a 16-minute video from the #TDX23 Keynote showing you the demo of how EinsteinGPT works.

The demo covers:

  • EinsteinGPT for Sales
  • EinsteinGPT for Service
  • EinsteinGPT for Marketing
  • EinsteinGPT for Slack
  • EinsteinGPT for Tableau
  • EinsteinGPT for Developers

Here is the overall gist of how it works.

In your Salesforce screens, you are going to see a chat type window to talk to EinsteinGPT. You ask your questions in that chat and EinsteinGPT will respond to you and will also populate the information in Salesforce.

For instance, creating an email to a person in Salesforce? EinsteinGPT will be able to write the entire message and instantly include it in the email.

Or if writing Apex code, just mention your intention as a comment and EinsteinGPT will write the Apex code and even test classes for you.

And here is the link to “Einstein GPT: Quick Look” badge (10 minutes) on Trailhead

Salesforce Announces EinsteinGPT

References & Useful URLs

#TDX23 – Salesforce Introduces ChatGPT for Slack

#1MinuteTip #TDX23 Today, Salesforce and OpenAI introduced the ChatGPT app for Slack.

Built by OpenAI on the Slack platform, the app integrates ChatGPT’s powerful AI technology to deliver instant conversation summaries, research tools, and writing assistance directly in Slack to help millions of companies work more productively.

This new app combines knowledge found in Slack with the intelligence of ChatGPT, empowering customers with the information they need to move work forward faster.

To learn more about this, please navigate to the news release article (link below).

ChatGPT for Slack

References & Useful URLs

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